Customer Care Specialist — High-Volume Support & Retention

CareerArc Group; Houston (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Waste Pro Texas is seeking a Customer Service Representative to handle a high volume of inbound calls and serve as the main contact for commercial and residential customers in Houston, TX. You will resolve issues, provide quotes, set up accounts, and strive to exceed service expectations.

Join a team focused on delivering exceptional customer experiences, with opportunities to collaborate across departments and use the Tower system for records management.

Qualifications

• Ability to handle high call volume and provide customer service with composure.
• Effective communication and active listening skills.

Responsibilities

• Answers incoming calls.
• Assists existing commercial and residential customers in resolving issues.
• Provides service quotes for new customers.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Provides customer retention by providing high level customer service and offering alternatives to cancellation request.
• Averages answering approximately 100 inbound calls per day.
• Averages answering calls in fewer than 12 seconds.
• Establishes understanding of customer needs, issues, and requests.
• Identifies opportunities to cross sell additional products and services.
• Interacts with customers and Waste Pro employees to determine service, resolve complaints, and escalates the more complex issues to the appropriate level.
• Serves as the customer's advocate by solving problems on the customer's behalf and by engaging the right department and people within Waste Pro.
• Supports other service lines when required.
• Uses Tower system to gather information, provides information, and/or update customer records.
• Completes cross training with other departments to include Operations, Sales, and Billing.
• Strives to meet or exceed service and operational goals established for the call center to include productivity, quality, and timeliness.

Job description

Waste Pro Texas is seeking a Customer Service Representative to handle a high volume of inbound calls and serve as the main contact for commercial and residential customers in Houston, TX. You will resolve issues, provide quotes, set up accounts, and strive to exceed service expectations.

Join a team focused on delivering exceptional customer experiences, with opportunities to collaborate across departments and use the Tower system for records management.